HireVue - Contact Center of the Year
Company: HireVue - South Jordan, UT
Company Description: HireVue is an enterprise-level recruiting software that creates a competitive advantage through video interviewing, conversational AI, and pre-hire assessments to make the hiring process a faster, fairer, and friendlier experience for hiring teams and candidates alike. Our tool is used by over 700 global customers and their thousands of applicants to streamline the hiring process.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Technology Industries
Nomination Title: HireVue's Commitment to Excellent Support
HireVue is an enterprise-level recruiting software that enables a faster, fairer, friendlier hiring experience for hiring teams and candidates alike. In order to support our software, our award-winning team is staffed 24 hours a day 365 days a year to provide outstanding support whenever needed. Our Support team won Silver "Front Line Customer Service Team of the Year" in 2020, and has been deemed in interviews with customers as "an incredible asset to the HireVue product". We are an integral part of the customers entire lifecycle during their time with HireVue. With such concentrated engagement, our team’s efficiency and feedback are highly valued. The secret to our stellar service can be categorized into 3 phases: Prevention, Analytics and Responsiveness.
Prevention: We believe the best customer service is to help individuals help themselves. We exemplified this by utilizing our candidate help center searches and ticket data to help identify the root cause of issues and help prevent them from happening in the future. Ticket documentation became a critical point for us to ensure we had the right data to leverage retroactively.
Analytics: One of our core values as an organization is to always be improving. With how quickly our product evolves, we wanted to ensure that we followed suit, while still providing top tier service. This meant creating an understanding through data on what areas of our product people struggled with, and making recommendations internally on how to improve that experience. We rely heavily on our Support team’s anecdotal references to help close this loop. Based on the trends we saw, we created automations and macros (templates) which streamlined nearly 634 hours worth of work for the year.
Responsiveness: We recognize that a candidate's livelihood is potentially delayed if we don't respond quickly and efficiently to support them through the hiring process. Due to the sensitive nature of our work, our team is not evaluated by the traditional transactional metrics that most contact centers focus on. Instead, we ask our agents to treat each interaction with compassionate, concise care which allows them to take the time necessary to provide the support needed (see supporting resources). While doing so,we still achieve top tier average speed to answer
Prevention:
Revolving help center articles to address the trends we are seeing from the unique searches and inbound ticket trends.
Prevented approximately 2,740 contacts from needing to reach out to our support team
Translated our articles into 11 different languages to provide support to our growing international audience.
Dedicated team which pulls previous month’s ticket data, helping identify any trends, and collaborating with key stakeholders to quickly resolve any issues to improve both our customer and candidate experience.
Analytics:
Optimized our quality program and designed an email quality program to ensure that each contact is getting the same excellent service across our entire team.
Generated a deeper understanding of the support that our team provides and therefore, allowed more productive feedback.
Created automations which are designed to help follow up on tickets on behalf of the agents.
Our macros allowed us to automate repetitive work that our team did with emails and ticket data.
Utilizing the data gathered from our Help Center and Answer Bot we provided candidates with self-serve options and presented them with the most commonly used articles and search terms, thus resulting in a faster self-serve resolution.
This prevented 8,327 tickets and saved nearly 1200 hours of work.
As a result of the work to prevent and analyze tickets, we were able to streamline our responsiveness, which has resulted in our world class service:
ASA:
Phone: 46.65 seconds
Chat: 56.26 Seconds
Email: 109 minutes
One-Touch Resolution Tickets: 74.8%
CSAT Avg: 4.37
Customer Satisfaction:
Our customer obsessed and empathetic approach to support have resulted in incredible customer satisfaction responses below, which have combined client and candidate feedback.
Word Cloud: Most frequently used words given in our CSATs.
CSAT verbatims: Examples of response we have received.
The individual was extremely helpful and i felt like they took my query seriously especially providing regular updates
Corrine T. went out of her way to contact the recruiter for a redo interview. Her action could be a career-altering move. I am appreciative of her kindness and help. 10/10 would recommend!
He was very understanding to my predicament and helped me solve my problem. He returned my call sooner than I thought he would. He eased my stress level. He was great!
I knew immediately that he was genuine and would do everything in his power to solve my problem. I was pretty stressed out and his voice and words calmed me down. He did call me back that day with information. That I did not expect! He's great! Keep him there!
How much they supported me and the candidate! They were able to help us accommodate a candidate with a disability by letting us know of a roadblock they were facing. By keeping communication open between both parties we were able to resolve it!
Fast and efficient service with friendly and helpful staff that are eager to problem solve. Very pleased with the efforts made to assist.
She was kind, patient and professional. Thanks!